SOC Service Delivery Manager Lead

1 month ago

London, Greater London, United Kingdom Capita Full time
Home based role Help strengthen our Team as our SOC Service Delivery Manager Lead. Home based role.


An excellent opportunity for an SOC SDM to join our SOC team to be responsible for overseeing and managing all aspects of our SOC service delivery as part of normal Business as Usual operation, to successfully deliver contracted TSS services across the Capita Divisions, PLC and Functions, leveraging relationships with strategic technology providers and carefully selected security partners to provide a robust and comprehensive security solutions.


You will be responsible for ensuring the provision of SOC related services are delivered within agreed quantitative and qualitative SLA's, establishing and enhancing customer relationships, and acting as a senior member and Subject Matter Expert within the SOC Team.


You will take the lead on Cyber Security Incident Response activities, either received / escalated from the L1, L2 or L3 SOC Analysts, or from Internal or External customers, supporting MIM (Major Incident Management) in facilitating appropriate resources to progress the incident from inception through to conclusion and lessons learned in a timely manner, whilst minimizing the security related risks.


What You'll Be Doing:

  • Owning and delivering compliant operational services in line with the wider Service Management and Technology Solutions strategies, SLAs, KPIs and customer satisfaction targets.
  • Building trusted partnerships with Customers and within Capita, striving to understand Customer needs and match these to Capita's proposition offering.
  • Driving continuous service improvement across assigned Customer accounts, resulting in increased cost effectiveness and value.
  • Providing support to new business opportunities. Taking an active role in bids when required (for the accounts the role is assigned to) and supporting the transition and implementation of new business (including new service offering)
  • Recruit, lead, motivate, develop, and appraise operational security team members, while building the right culture to deliver a customer-centric, effective, coherent, and continuously improving function

What we're looking for:

  • Experience in service delivery management.
  • Level 3 SOC Analyst / Senior Cyber Security and security operations experience.
  • Experience in leading a SOC Team, ideally in an MSP (Managed Service Provider) environment
  • Experience of onboarding, tuning, reporting and configuring SIEM solutions.
  • Experience utilizing threat intelligence to enhance SIEM solutions.
  • Leadership and mentoring experience and skills.
  • Experience of managing operational security team(s)
  • Proven breadth and depth of operational service delivery, supplier and contract management experience.
  • Strong Customer focus. Passionate about delivering contracted services to a level that delights Customers.
  • Strong people and process focus. Advocate of developing employees, teams and the business with a good working knowledge of IT / technology.
  • Able to communicate across all levels with the diplomatic skills to resolve challenges

Eligibility for SC ClearancePreferred Qualifications & Experience:

  • IT Certifications, including Network+, Security+
  • Protective Monitoring / SOC Certifications, including CySA+
  • Cyber Security Management Certifications, including CISMP, CISSP
  • Experience with a variety of security technologies, including Microsoft Defender for Endpoint, Identity and Cloud
  • Experience with SIEM platforms, including IBM QRoC (Qradar on Cloud), IBM QRadar, Microsoft Sentinel and LogRhythmAbout Capita Technology and Software Solutions (TSS) and CISO


Capita Technology and Software Solutions (TSS) is a newly formed global shared service, responsible for delivering innovation and digital transformation for Capita's businesses and clients.

We work collaboratively with Capita's divisions to shape the right digital technology solutions to help clients work differently, engage differently, sell differently and to be resilient to whatever next comes their way.


Within Policy, Governance and CISO our key capabilities are to define, implement and maintain pan-Capita Cyber, Information Security and IT Policies.

Defining and implementing security strategy and providing appropriate governance, assurance, asset management, risk management, privacy and health safety, to maintain compliance requirements for TSS and the wider

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